AccountId: 011433970860
ContactId: b32086af-9dac-44e5-94d6-64330c103bda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342630 ms
Total Talk Time (AGENT): 98880 ms
Total Talk Time (CUSTOMER): 85553 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b32086af-9dac-44e5-94d6-64330c103bda_20250423T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, um, good afternoon. By the way, my name is [PII] from provider's office. How are you doing today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, thank you so much for asking.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Um, by the way, I do have a, I do have a concern regarding for claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can help you with claim status today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, actually, I do have
[CUSTOMER][NEUTRAL] I do have the status of the claims because we just want to request the reissue of a new check because uh we didn't receive the copy of the check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look into the policy. What is the policy number?
[CUSTOMER][NEUTRAL] Um, sure. 02539241.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just uh.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and are you calling for claim 3573778?
[CUSTOMER][NEUTRAL] 3 yeah, amounting to 327.84.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check the status of that check really quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. So it looks like the check is still outstanding.
[CUSTOMER][NEUTRAL] Yeah, can I request to reissue a new check?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, of course. Um.
[AGENT][NEGATIVE] Yes, I will send in a request to reissue to void this one and reissue one, OK?
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I know, and, uh, it will take that for how many days, sorry?
[AGENT][NEUTRAL] It should be 7 to 10 days.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then can I confirm the address that we have?
[AGENT][NEUTRAL] Um, for this check.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect. That is correct.
[AGENT][NEUTRAL] OK. Well, I will put this in our system as soon as.
[AGENT][NEUTRAL] Uh, we get off the phone, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And can I have your first name and also the reference number?
[AGENT][NEUTRAL] Yes, um my first name is [PII]
[AGENT][NEUTRAL] And the reference number?
[CUSTOMER][POSITIVE] I got it hey.
[AGENT][NEUTRAL] Yes, and the reference number is my first name, [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] I got it, [PII]. By the way, thank you so much. Have a great day to you.
[AGENT][POSITIVE] Of course, yes, thanks for calling APL.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You see
[AGENT][NEUTRAL] OK. All right, bye.
[CUSTOMER][NEUTRAL] Bye